Service Level Agreement

1. Definitions

• Service — the Aspire & Thrive web application at app.aspireandthrive.co.uk and the read-only API at api.aspireandthrive.co.uk.
• Downtime — a five-consecutive-minute window during which more than 10% of our synthetic monitoring checks from the UK region fail for the same customer.
• Scheduled Maintenance — announced ≥ 72 hours in advance on the status page and by email; always outside UK working hours.
• Excluded Downtime — downtime caused by force majeure (§8), Customer's own IT (e.g. their SSO provider down), or Customer-initiated actions (e.g. bulk export locking a table).
• Month — a calendar month in the Europe/London timezone.

2. Uptime commitment

For Pro and Enterprise tiers:

Downtime during Scheduled Maintenance and Excluded Downtime is not counted. 99.5% uptime permits roughly 3.6 hours of unplanned downtime per 30-day month.

3. Service credits

If a month's measured uptime falls below the commitment:

Credits are applied to the following month's invoice. Credits are the sole and exclusive remedy for Downtime; they are not refunds in cash and may not exceed 50% of the month in question.

How to claim

1. Within 30 days of the end of the affected month, email support@aspireandthrive.co.uk.
2. Include the date(s) and approximate time(s) you observed downtime, and any evidence (screenshots, traces).
3. We reconcile against our monitoring logs + the status page incident history and either approve the credit or explain why it's Excluded.

4. Scheduled Maintenance

Maintenance windows are published on the status page and announced by email at least 72 hours in advance. Standard window: Sunday 22:00–02:00 Europe/London. Emergency maintenance may be performed on shorter notice; we aim for 24 hours of advance notice where safely possible.

5. Incident response

First response is acknowledgement and a status-page update. Resolution targets are S1: 4h, S2: 8h, S3: 5 business days, S4: 10 business days (goals, not guarantees).

6. Data durability

Aspire & Thrive runs on Supabase Pro with daily backups + 7-day Point-in-Time Recovery. Target RPO (data loss window): ≤ 1 hour. Target RTO (recovery time): ≤ 4 hours.

7. Support

• Pro: support@aspireandthrive.co.uk, response within 1 business day.
• Enterprise: same, plus a named Customer Success contact and a 2-hour priority lane for S1/S2.

Support hours: 09:00–17:30 UK business days. Emergency on-call for S1 outside business hours.

8. Force majeure

Neither party is liable for downtime caused by events outside reasonable control, including (without limitation): internet backbone outages, DDoS, upstream provider outages (Supabase, Vercel), natural disaster, industrial action. We will still act reasonably to restore Service.

9. Termination for sustained breach

If the Service records < 95% uptime in three consecutive months, Customer may terminate the MSA with 30 days' written notice without penalty and receive a pro-rated refund of unused prepaid term.

10. Review

This SLA is reviewed annually on the anniversary of Customer's first payment. Material changes are notified 30 days in advance. Customer may continue under the prior SLA for the remainder of the current term if they prefer.

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